Hybrid Client Experience Manager — Growth & Renewals

Capital Economics; Greater London; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Good annual leave (25 days plus your生日

Salary sacrifice pension scheme

Life assurance

24-hour online GP

Health Assured (Employee Assistance)

Hybrid working

Training & development

Maternity/Paternity policies

Bike to work

Social committee

Job summary

Capital Economics is seeking a Junior Client Experience Manager to nurture Gateway client relationships, drive retention, and identify upsell opportunities. You will engage proactively, demonstrate value, and use CRM tools to monitor engagement while collaborating with Sales, Finance, Product and Economist teams to resolve issues.

A strong focus on customer success and data-driven insights will be essential.

Qualifications

• 1–3 years in a client-facing role such as account management, client success, or sales support.
• Experience in SaaS, financial services, or subscription businesses where renewals and upsells are key.
• An understanding of macroeconomics is desirable.
• Value selling experience useful, MEDDPIC knowledge preferred.
• Strong interpersonal and communication skills with a proven ability to build relationships.
• Ability to analyse data and generate actionable insights to improve client outcomes.
• Experience using CRM software including Salesforce and Tableau.
• Strong problem-solving skills and the ability to work independently.
• Organised, proactive, and capable of managing multiple accounts simultaneously.
• A passion for delivering excellent service and advocating for client needs.

Responsibilities

• Proactively manage renewal processes and negotiate contract terms.
• Build and maintain strong relationships with users across Gateway accounts.
• Monitor client engagement and usage metrics to identify at-risk accounts.
• Share relevant content and thought leadership articles to maintain ongoing value perception.
• Conduct regular check-ins and strategic reviews with key clients.
• Promote webinars, Q&A sessions, and periodic events to keep clients informed and engaged.
• Collaborate with Client Success, Sales, Finance, Product and Economist teams to resolve issues.
• NPS improvement.
• Present premium solutions, add-on services, or higher-tier packages that align with client goals.
• Document all interactions and updates in the CRM system.

Skills

Client relationship building

Data analysis

CRM systems

Communication

Value selling

MedDPiC

Problem solving

Independent work

Multitasking

Collaboration

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Tableau

Job description

Capital Economics is seeking a Junior Client Experience Manager to nurture Gateway client relationships, drive retention, and identify upsell opportunities. You will engage proactively, demonstrate value, and use CRM tools to monitor engagement while collaborating with Sales, Finance, Product and Economist teams to resolve issues.

A strong focus on customer success and data-driven insights will be essential.